US Customer Care Specialist—Night Shifts & Escalations

Brandt International Sdn Bhd - Plaza 33 Branch; Selangor; On-site; MYR 42,000 - 60,000; Full time

Job summary

Brandt International Sdn Bhd - Plaza 33 Branch is seeking a Customer Care Specialist to handle inquiries across voice, email, live chat, social media and KYC processes. You will maintain records in CRM, follow SOPs, and meet SLAs while supporting US market operations.

The role requires strong communication, attention to detail, and the ability to work night shifts on a rotating schedule. Fresh graduates are encouraged to apply; a minimum of one year in customer service is preferred.

Qualifications

• Diploma or higher in any discipline.
• Fresh graduates are welcome; 1 year of related experience is preferred.
• Experience with voice, email, live chat, social media or KYC is advantageous.

Responsibilities

• Provide professional support via voice, email, live chat, social media, KYC and case management platforms.
• Handle bookings, payments, accounts, promotions and functional inquiries.
• Deliver accurate information and maintain a positive customer experience.
• Resolve inquiries per SOPs and service standards; aim for first contact resolution.
• Escalate issues, manage callbacks and follow-up within timelines.
• Document interactions accurately in CRM and internal systems.
• Meet defined KPIs for quality, productivity and customer satisfaction.

Skills

Customer service

Communication

Documentation

Attention to detail

Typing speed

Multitasking

Teamwork

Adaptability

Education

Diploma/Advanced Diploma/Bachelor's Degree

Job description

Brandt International Sdn Bhd - Plaza 33 Branch is seeking a Customer Care Specialist to handle inquiries across voice, email, live chat, social media and KYC processes. You will maintain records in CRM, follow SOPs, and meet SLAs while supporting US market operations.

The role requires strong communication, attention to detail, and the ability to work night shifts on a rotating schedule. Fresh graduates are encouraged to apply; a minimum of one year in customer service is preferred.